IT Service Delivery Team Leader

1 week ago


Clementi, Singapore Emprego SG Full time

Day to day management and development of the Service Delivery and Application Support dealing with any operational and staff issues, shift rotas, holidays and planning, liaison with other IT staff and escalation to Service Delivery Manager as necessary. Continually look for ways to improve the overall support services to the firm through knowledge and process management.

Understand the IT requirements of the business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent, professional and client-focused service

Achieving high levels of customer satisfaction across all IT Services delivered

Recruitment, on-boarding and training of any new recruits

Managing the rota to ensure that onshore support/offshore support is scheduled accordingly

Promoting a culture of self-service within the team and to staff across the business

Ensure teams daily, weekly and monthly tasks are complete on schedule and according to IT process.

Ensure IT support processes are followed and documented by the team

Ensure that the team are updating the asset database at all times.

Working closely with stakeholders in the business to improve customer relations and technical support.

Plan and schedule resources for Daily task management with the team

Responsible for compliance of team to IT policy and procedures and maintenance of IT assets in service manager

Perform ticket quality checks during monthly 1-1’s

Manage escalations from Senior Managers

Perform the role of Major Incident Manager whenever there is a requirement to do so

Understand the IT requirements of the business and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent, professional and client-focused service

Microsoft Windows Servers 2008/12/16 - including Active Directory, DNS, DHCP

Microsoft Hyper-V and VMware virtualisation technologies

Microsoft Azure and Office 365

Windows 7 and 10 operating systems

HP Servers and network equipment

Microsoft SCCM and SCOM

MDM Administration - InTune

Office 365 Admin

Desktop & Printer Hardware support

LAN and WAN standards protocols

Certifications in the following areas would be a significant advantage:
**Requirements**:
Degree in Computer Science or equivalent

ITIL and PRINCE2

Service Delivery Team Leader Certificate from the SDI (Service Desk Institute)

4 Year Degree


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